Customer / Technical Support Representative

3 weeks ago

Pasig, National Capital Region, Philippines SSD GPS Corporation Full time
Customer / Technical Support Representative

Responsibilities:

  • Respond promptly and professionally to customer concerns via group chat (GC), phone calls, email, in-person visits, or other communication channels.
  • Provide fundamental troubleshooting and customer assistance such as troubleshooting common issues, Track and Trace functionality, platform training for users, sending commands (basic commands: reset, status check, location inquiry, SOS, and monitoring permissions), and effective response techniques for customer interactions.
  • Provide needed reports, validate data from the platform, and create an incident report if necessary.
  • Conduct necessary research to support accurate and effective resolution of customer issues.
  • Utilize the SSD ERP system and SSD platform for account reference, issue investigation, and service verification.
  • Conduct client training sessions and refresher courses on the SSD platform; explain platform features and benefits to help clients maximize system use and improve user experience.
  • Collaborate with internal departments to ensure timely and efficient issue resolution (IT, Accounting, Sales, Dispatch, and other SSD departments as needed).
  • Identify opportunities to upsell or cross-sell relevant products and services during customer interactions; recommend solutions that align with client needs and preferences.
  • Record all customer interactions, inquiries, complaints, and actions taken in the appropriate logs or systems; ensure compliance with internal reporting protocols and maintain complete documentation as required.
  • Monitor client accounts nearing expiration (within 90 days); initiate proactive follow-ups and coordinate necessary renewals or updates.
  • Conduct regular onsite visits to strengthen client relationships, gather feedback, assess ongoing needs, and reinforce satisfaction and loyalty.
  • Perform other related tasks and special projects as assigned from time to time.

Qualifications:

  • Bachelor's degree in Business Administration, Communications, or a related field required.
  • Proven customer support experience or experience as a client service representative.
  • Proficient in MS Office (Word, Excel, PowerPoint).
  • Ability to handle customer complaints and resolve conflict professionally.
  • Excellent communication and interpersonal skills; demonstrates a strong commitment to ensuring client satisfaction.
  • Comfortable engaging through various digital platforms such as email, live chat, phone calls, and social media.
  • Able and willing to travel or conduct client visits (if field-related).

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